Senior Training Manager

We are seeking a high-performing and experienced Sr Training Manager - Travel Business to lead and manage team of trainers in executing training initiatives in the Travel domain. This role is critical in managing end-to-end training delivery for new hires, upskilling tenured employees, driving performance improvements, and ensuring process compliance across global travel operations.

Key Responsibilities:

1. Training Delivery & Execution

• Lead and manage end-to-end New Hire Training (NHT) including onboarding, facilitation, assessments, and certification.
• Drive domain-specific training programs focused on air bookings, fare construction, reissues, refunds, and travel policy compliance.
• Ensure accurate and effective use of GDS systems (Amadeus, Sabre, Galileo).
• Own the Nesting/OJT phase, monitor trainee performance, and ensure smooth transition to production with complete documentation and reporting.

2. Training Needs & Performance Analysis

• Conduct Training Needs Analysis (TNA) based on performance trends, QA feedback, and business metrics.
• Analyze CSAT, AHT, Quality Scores, and Escalation Trends to identify performance gaps and recommend corrective interventions.
• Coordinate refresher, upskilling, and cross-training programs to strengthen agent capability.

3. Content Development & Governance

• Develop, review, and maintain training material including SOPs, process flows, and assessments aligned with evolving business requirements.
• Ensure standardization and continuous improvement of training content across global markets.

4. Team Management & Development

• Lead, coach, and mentor a team of Process Trainers and SMEs.
• Conduct Train-the-Trainer programs and foster a culture of learning and excellence.
• Promote continuous skill development within the training team to ensure readiness for new products and processes.

5. Stakeholder Collaboration & Reporting

• Partner with Operations, Quality, Workforce, and HR teams to align training interventions with business needs.
• Participate in calibration calls and business reviews to ensure trainers stay aligned with market and client trends.
• Prepare and present training dashboards, reports, and performance insights to key stakeholders.

6. Industry Awareness & Alignment

• Stay current with travel industry trends, airline policies, fare rules, and regulatory changes.
• Ensure timely dissemination of updates to the training team and incorporate them into learning modules.

• Bachelor’s degree required; Postgraduate qualification or Travel & Tourism certification (IATA/UFTAA) preferred.
• 9-12 years of experience in Process Training, with at least 2 years in a supervisory or managerial role within the Travel industry.
• Proven expertise in GDS systems (Amadeus, Sabre, Galileo) and strong understanding of end-to-end travel processes.
• Experience in global travel operations (B2C/B2B)-preferably within contact center or shared services environments.
• Strong facilitation, presentation, and communication skills.
• Excellent stakeholder management and ability to collaborate cross-functionally.
• Analytical mindset with the ability to interpret data, identify trends, and drive actionable improvements.
• Proficient in MS Office tools, LMS platforms, and reporting systems.
• Ability to work independently, manage multiple priorities, and adapt in a fast-paced, evolving environment.